Summary:
Companies often deploy chat for its cost savings potential, but soon come to realize its ability to improve CX

Companies today are searching for ways to save money while providing optimal customer experiences. As a result, an increasing number of organizations are turning to live chat and virtual assistants.

With such benefits as contact center deflections, increases in agent productivity, and gains in customer satisfaction, chat makes sound fiscal sense while serving as a tool to enhance the customer experience. In fact, a recent Forrester Research study estimated the average ROI for proactive chat is105 percent.

Jeff Brown, executive vice president of sales at Next IT, says that more and more companies are buying in to the concept of chat and virtual assistants after finding that static FAQs and video tutorials aren’t always tailored to customers’ individual questions and needs, thus failing to offer a deeply engaging experience. As a result, the thinking is now, ” ‘How do I extend my brand reach out to where I can engage clients and have a dialogue with them?’” Brown says.

That focus on customer experience is a primary reason companies are now evolving their use of chat from a reactive tool that helps online customers with questions or moves them through the checkout process when they get stuck, to a more proactive approach that entails making customers aware about individually tailored products, services, or discounts when they first land on a site. “People don’t want to just be cross-sold to; they want to be aware of the value-add,” Brown says.

Two companies in very different industries, Aetna and HauteLook, demonstrate that the value of virtual assistants and live chat reaches far beyond helping with navigational issues. They’ve become valuable proactive communication tools to help improve the customer experience.

Virtual agents’ reasoning and actions are tightly connected with their awareness ability helping to relate to the environment during a conversation. Researchers invented the combination of virtual reality and artificial intelligence techniques to simulate living conversational agents being aware of themselves, the virtual world around them, and other virtual beings existing in that environment.

Summary:
Virtual agent that expresses its own opinions and is a sensitive listener

Virtual human Spike has its own beliefs and values. Additionally, it exhibits rude, pessimistic and confrontational behavior. Even a very cheerful person is not able to convince this virtual agent to chill out, relax or assimilate optimistic outlook. Would you like that Spike became your conversational friend?

Cassandra is our “Figure of Speech”, a title that nicely represents who and what she is. ejTalk’s mission from the very beginning has been to focus on the basic elements of conversation instead of developing products to accomplish a singular task. Most conversational agents today serve a particular purpose. They talk about specific topics but do not communicate in very conversational ways.

ejTalk takes the opposite approach with Cassandra by laying a foundation for the basic principles of day-to-day speech that will one day allow her to talk about anything. Take the example of a greeting: There are many ways to introduce oneself to another person. We may say “hello” to a person we have just met, but to a friend we will say “hey” or “hi.” It may seem like a trivial distinction, but to the human ear, the effect is highly noticeable.

eGain Communications has just released Assistant 5.0, a conversational agent that can help Web site visitors search, solve problems and purchase items via typed exchanges in conversational English.

The company says the new virtual agent learns faster and more efficiently than its predecessors, automatically converting existing knowledge—typically in the form of FAQs—into the “cases” in its knowledge base with a claimed success rate of 90%, nearly double the previous rate. The company explains that a case is a set of questions such as “Do you accept credit cards?” “Which credit cards do you take?”, for which there is a unique answer, such as “We accept VISA, MasterCard and American Express.”

Summary:
A new book gathering the most relevant research on Conversational Agents is going to be published by IGI in 2010

A new book gathering the most relevant research on Conversational Agents is going to be published by IGI next year. We invite you to contribute to this project, and make your work visible to a large community of people.

Chapter proposals of 2-3 pages are expected on or before December 16, 2009 explaining the mission and concerns of your chapter to me, Diana Perez.

Authors of accepted proposals will be notified by January 16, 2010. Full chapters (8,000-10,000 words) are expected to be submitted by April 16, 2010. Once the book is published in November 2010, authors may get a complimentary copy of the e-book and a discount for additional printed copies of the book.